Overview
Work History
Education
Skills
Timeline
Generic
Andrew Brown

Andrew Brown

Senior Incident & Problem Analyst
Edinburgh

Overview

5
5
years of professional experience

Work History

Senior Incident & Problem Analyst

Sky
09.2024 - Current
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.

Incident & Problem Analyst

Sky
02.2024 - 09.2024
  • Streamlined reporting procedures by creating user-friendly dashboards for easy access to key performance indicators.
  • Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Performed audits of subsidiaries to protect shareholders and potential investors from fraudulent or unrepresentative financial claims.

Problem Management Analyst

Sky
09.2022 - 02.2024
  • Implemented risk mitigation strategies based on thorough assessment of potential problems affecting systems or services.
  • Provided training and guidance to team members on problem management best practices, enhancing overall team performance.
  • Liaised with vendors to address hardware or software defects impacting system performance and reliability.
  • Coordinated with change management teams to ensure minimal impact on users during system updates or maintenance activities.

Technology Apprentice

Sky
09.2020 - 09.2022
  • Entry level sky apprenticeship
  • Gained experience through placements in multiple teams in GSM at the time
  • Teams I was apart of during this time: Service Introduction, Change Management, Service Delivery (S&R) and Incident and Problem Management

Education

IT & Telecommunications Professionals SCQF Level 8 -

GP Strategies Training Ltd
Stirling
04.2001 -

Skills

Documentation and reporting

Process enhancement

Risk analysis

Data processing

MS Excel

Team collaboration and leadership

Decision-making

Issue identification

Evidence-based decision making

Microsoft office

Results driven

Timeline

Senior Incident & Problem Analyst

Sky
09.2024 - Current

Incident & Problem Analyst

Sky
02.2024 - 09.2024

Problem Management Analyst

Sky
09.2022 - 02.2024

Technology Apprentice

Sky
09.2020 - 09.2022

IT & Telecommunications Professionals SCQF Level 8 -

GP Strategies Training Ltd
04.2001 -

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Andrew BrownSenior Incident & Problem Analyst